View your assigned queues

Your 8x8 Contact Center supervisor has assigned you to one or more queues. You can process interactions from these queues. My assigned queues in the Control Panel lists the queues that are assigned to the agent, grouped by media such as inbound phone, outbound phone, chat, email, or voicemail.

To view your assigned queues:

  1. Log in to 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions..
  2. Click Ready to work to start the session.
  3. Click My assigned queues in the Control Panel. You can search for the queues that are available to you.
  4. Select the desired media queue such as chat queue or phone queue to assign them to yourself.
  5. Click Confirm selections and continue to work.

    Note: If no queues are listed, go to Change status > My Profile > Queues. Select the desired media queue such as chat or phone queue to enable and click Save queues.You are able to change the settings in My profile, or in your assigned queues, if permitted by your tenant administrator.

To opt out of a queue assignment:

  1. Log in to 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace
  2. Click Ready to work to start the session.
  3. Click My assigned queues in the Control Panel.
  4. Clear the queue assignment check box and click Confirm selections.
    You will block interactions from a queue by opting out of queue assignments.

Filter queues and agents

8x8 Contact Center agents can filter queues by queue relationship, agent status, and media type.

To filter queues:

  1. Log in to 8x8 Agent Workspace.
  2. Click My assigned queues.
  3. Search for your desired queue or click Search to open the search and filter window.
  4.  Select your options to filter:
    • By queue relationship: queues that are supervised by you or queues that you are an agent of.
    • By agent status:
      • Enabled: You are a member of, and enabled to serve.
      • Disabled: You are a member of, but disabled from serving.
    • By media: media type such as: Inbound Phone, Outbound Phone, Chat, Email, and Voicemail queues.

      Note: If you are disabled from serving a queue, you can still view the status of that queue, but the queue appears gray in the directory.

  5. Click X to close the filtering window.